kena FAQ
Users of kena commonly ask about account opening, KYC verification, payment methods, tournament rules, game mechanics, account security, and withdrawal timelines. Our platform handles thousands of daily questions across these topics, and many are answered here so you can find help quickly without contacting support.
This FAQ page covers the most frequent questions we receive about how to use kena, how deposits and withdrawals work, what RTP means for our slot games, how our tournaments are structured, and how we protect your account. We've arranged answers by topic so you can navigate to the section most relevant to your question.
If you cannot find an answer to your question in this FAQ, you can reach our support team through in-app help or email during business hours (7 AM–11 PM UTC+7, Monday–Friday). Our team typically responds within one to two business hours during peak times. For questions about jurisdiction restrictions, account eligibility, or legal compliance, please also review our jurisdiction notice and terms and conditions
- Account and registrationhow to start, KYC verification, password recovery, and account eligibility
- Payments and transactionsdeposit and withdrawal via DANA, e-wallet, mobile banking, local payment, online payment, e-wallet, mobile banking, local payment, online payment, e-wallet
- Games and tournamentsslot tournaments, RTP, live-dealer tables, sportsbook coverage, and cashback
- Security and account caredata protection, password reset, two-factor authentication, and jurisdiction restrictions
Read the answers below grouped by topic. If you have a question not covered here, contact our support team through in-app help.
Account and registration
During registration on kena, you provide your username (3–20 characters), email address, a strong password (minimum 8 characters, mixed case, number, symbol), and your mobile phone number. These details create your account and link it to your email for verification and support contact. After account creation, you must complete KYC (Know Your Customer) verification before your first withdrawal. KYC requires a photo of a valid government ID (passport, national ID, or driver's license) and a proof of address document (utility bill, bank statement, or rental agreement dated within three months). Users in Jakarta, Surabaya, Bandung, Medan, and Semarang follow the same KYC process. Verification typically completes within one to two business hours during business hours.
The account-opening process has five steps. First, visit kena and click "Open an account," then enter your username, email, password, and mobile number. Second, verify your email by clicking the link we send you—this typically takes a few minutes. Third, log in and complete your KYC profile by uploading your government ID photo and proof of address. Fourth, our compliance team reviews your documents—this usually takes one to two business hours during our business hours (7 AM–11 PM UTC+7, Monday–Friday). Fifth, once approved, you can link a payment method (DANA, e-wallet, mobile banking, local payment, online payment, e-wallet, or bank transfer) and make your first deposit. After your first deposit clears, your account is fully active and you can participate in tournaments, access live-dealer tables, and place sportsbook bets.
Payments and transactions
Depositing via e-wallet, mobile banking, or local payment on kena is a four-step process. First, log into your kena account and go to "Deposit." Second, select your payment method (online payment, e-wallet, or mobile banking). Third, enter your deposit amount. Fourth, you will be redirected to your payment app (local payment, online payment, or e-wallet) where you approve the transaction from your phone. Once approved, the funds transfer to your kena balance immediately—you can begin playing slot tournaments, entering live-casino tables, or placing sportsbook bets right away. If the transfer fails, your payment app will show an error, and no funds will be deducted. If you are unsure whether the deposit succeeded, check your kena account balance or contact support through in-app help.
Withdrawal requests on kena are reviewed and processed according to the following timeline. When you request a withdrawal, our system performs an initial check to verify your account is active, your identity has been verified, and your requested amount is available in your balance. This check typically takes subject to verification. If the check passes, your withdrawal enters our processing queue. During business hours (7 AM–11 PM UTC+7, Monday–Friday), most withdrawals are processed within one to three business hours. Outside business hours or on weekends, withdrawals remain in the queue until our team processes them, usually the next business day. The actual time for funds to appear in your mobile banking, local payment, online payment, e-wallet, or bank account (mobile banking, local payment, online payment, e-wallet) depends on your payment provider—typically 1–3 hours for mobile wallets and 1–2 business days for bank transfers. We do not guarantee exact withdrawal timelines, as payment providers may introduce delays.
Games and tournaments
RTP stands for "Return to Player" and is a percentage that describes how much of all money wagered on a slot game, over a very long period, is paid back to players on average. For example, if a slot has an, it means that over hundreds of thousands of spins across all players, approximately non-specific info of all money wagered is returned as wins and non-specific info is retained by the game. RTP does not apply to individual spins—it is a long-term statistical average. Our slot games (Aviator, Sweet Bonanza, Gates of Olympus, Fortune Tiger, Mahjong Ways) each have a published RTP listed in the game details. RTP varies by game and by tournament rules. A single spin can result in a large win, a small win, or a loss; RTP only describes the average over time. You can find each game's RTP in the game info section before you play.
Our weekly cashback offer rewards active players during the week (Monday–Sunday UTC+7). To participate, you must have an active kena account and make at least one deposit during the promotion period. Cashback is calculated as a percentage of your net losses during the week—a loss is when your total wagers exceed your total winnings for the period. Cashback is credited to your account on Monday morning (approximately 9 AM UTC+7) and applied only to slots (Aviator, Sweet Bonanza, Gates of Olympus, Fortune Tiger, Mahjong Ways) and live-casino tables. Cashback does not apply to sportsbook or esports wagers. The cashback percentage varies by promotion and is displayed in the promotions section of kena before each week starts. Cashback is non-withdrawable until it is used in a subsequent bet; it expires after 30 days if unused. Terms apply and may change; always review the current promotion details in your kena account.
Security and account care
kena protects your personal information through multiple security layers. Your password is hashed (encrypted) on our servers and never stored in plain text. Your account login uses an encrypted connection (HTTPS / SSL) so your username and password are never visible during transmission. Your KYC documents (ID photo, proof of address) are stored on secure servers with restricted access—only our compliance and legal teams view these documents. We encrypt sensitive data at rest and in transit. We do not sell your personal information to third parties without your consent, except where required by law. We may disclose your account information to payment providers (mobile banking, local payment, online payment, e-wallet, mobile banking, banks) to process deposits and withdrawals, and to regulatory authorities if we receive a valid legal request. You can enable two-factor authentication (2FA) on your account for extra security—this requires you to enter a code from your phone each time you log in. For detailed information about how we collect and use your data, please read our privacy policy
Our kena support team primarily handles questions in English. We respond to in-app help tickets and support emails in English during our business hours (7 AM–11 PM UTC+7, Monday–Friday). Response time is typically one to two business hours during peak times. If your first language is not English, we encourage you to write in English if possible—our team will do our best to clarify any misunderstandings. If you have a complex issue that requires specialized help, our support team can escalate your question to our compliance or account-recovery team. For account-recovery issues (forgotten password, locked account, identity verification), you can initiate the recovery process directly through the kena login page or in-app help—you do not need to wait for support to respond. For urgent issues outside business hours, check the in-app help section for self-service options or contact support when we reopen.